Strategic objectives 2020-2024

strategic objectives


The Emergency Response Centre employs caring, knowledgeable and innovative people, of whom each one counts and whose development and well-being is paramount.

  • We create a modern personnel strategy that sets out the principles of leadership, recruitment, development, training and remuneration. At the heart of human development is the knowledge and skills needed to provide modern services, based on service development directions and agreements with partners.
  • We develop the employer's value proposition to be an attractive employer for both current and future employees. As part of the value proposition, we create a development model for employees, describe the benefits offered and the possibilities of the working environment to support healthy lifestyles and balance work and family life.
  • We invest in new modern and user-friendly tools, so that our people can provide caring, fast and professional help.
  • We createprinciples for the involvement, management and motivation of volunteers who contribute to the work of the Emergency Response Centre and training and in-service training, plus we build a network of volunteers.


The Emergency Response Centre intelligently uses the data to develop and manage its services.

  • We create the concept of data use: what data we have and need and what we use it for.
  • We bring the data management and quality to a uniform standard, including updating the rules for the use of customer data.
  • We increase the organisation's development and analysis capabilities in linking and analysing data.
  • We raise managers' awareness of technology trends and opportunities, and we move towards data-driven management.
  • We develop e-data exchange with partner information systems.
  • We create a holistic view of those in need, an opportunity to legitimately collect feedback, and we move to data-driven service development and customer service model.


We develop customer journeys and services with our partners so that the state can provide versatile assistance and information from one place.

  • We describe the customer journeys of the main services with the partners and agree on the duties and responsibilities so that none of those in need will be left without help.
  • We are introducing a data-driven model for service development and we are the "eyes" to our partners using smart data to say what are people’s needs. We use best international practices for this purpose.
  • We provide fast and relevant assistance, automating and harmonising work processes. We use the problem and criterionbased approach to identify the need for assistance and provide a risk assessment.
  • We introduce modern technologies. For example, we increase the capacity to receive emergency calls in other languages and create conditions for the precise positioning of all those in need; we are implementing a video call solution from the scene.
  • We introduce the possibilities of artificial intelligence technology to provide services.
  • We update call-takers’ IT tools, databases and information systemsaccording to service developmenet.
  • We are developing quality management system.


The Emergency Response Centre provides residents information related to the crisis and advises them on how to deal with the crisis. The continuity of the Emergency Response Centre is ensured in cooperation with partners even in the event of interruption of several vital services.

  • We create an internal crisis management system in case vital services are interrupted.
  • We are investing so that the hardware required for the operation of the Emergency Response Centre would be compact, mobile and promptly replaceable.
  • We are developing alternative solutions for receiving messages in a crisis situation.
  • We are establishing a crisis information service.
  • We are introducing a Location Based Alert System (LBAS). We are able to provide alert notifications to people in a danger zone.